[Remote] Support Operations Data Analyst

Note: The job is a remote job and is open to candidates in USA. Harvey is transforming how legal and professional services operate through advanced AI and a robust platform. They are seeking a Support Operations Data Analyst to own the analytics function for User Operations, build dashboards, and translate support data into actionable insights.ResponsibilitiesOwn recurring reporting for User Operations — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiencesTranslate support data into clear narratives: what's happening, why, and what to do about itTrack and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response TimeBuild and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performancePartner with Support Systems to ensure Zendesk is instrumented to capture the data we needWork with Harvey's central data team to connect support data to broader product and customer data sourcesIdentify and close data collection gaps — if we can't measure it, help define how we shouldDesign feedback loops that connect support signals to Product, Engineering, and Customer SuccessQuantify the operational cost of product bugs, feature gaps, and onboarding failuresContribute to QA analytics as the QA program maturesTrack ticket deflection, AI/chatbot performance, and self-service effectivenessMeasure the impact of AI-driven support — containment rate, escalation rate from AI interactions, resolution quality — and surface findings that drive how we tune and invest in those toolsSupport ad hoc analytical requests from the Support Operations Manager, User Operations leadership, and senior stakeholdersSkills3–5 years of experience in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent functionFluency in support platform data — you know how Zendesk (or equivalent) is structured, what data it produces, and what it doesn'tSQL proficiency — you can write complex queries against large datasets without hand-holding (CTEs, window functions, joins across schemas)Dashboard experience — you've built and maintained operational dashboards in Looker, Tableau, Sigma, Omni, or equivalentReporting for multiple audiences — you know the difference between what a frontline manager needs and what a CFO needs, and you build accordinglyStrong data storytelling — you don't just present numbers, you write the narrativeComfort operating solo — you don't need a team around you to deliver, and you don't need a ticket to tell you what to look atExperience with Python for data manipulation or automationFamiliarity with dbt or similar data transformation toolingExperience building or contributing to QA analytics programsBackground supporting enterprise SaaS or AI-native productsExperience working with Zendesk APIs or extracting data beyond standard reportingBenefitsOffers EquityOffers BonusCompany OverviewHarvey provides AI-driven tools to assist legal professionals with research, document review, and contract analysis. It was founded in 2022, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://harvey.ai.Company H1B SponsorshipHarvey has a track record of offering H1B sponsorships, with 5 in 2026, 1 in 2025. Please note that this does not guarantee sponsorship for this specific role.